Client: Customer Service Platform
Tools: spaCy, Transformers (BERT), Hugging Face, Azure ML
Challenge:
Thousands of daily support tickets were manually routed, causing misclassification and delays.

Solution:

• Built an NLP classifier using BERT fine-tuned models hosted on Azure ML
• Used spaCy pipelines for pre-processing and named entity recognition
• Implemented intelligent routing using classification + intent scoring
• Integrated with ServiceNow and Zendesk workflows via REST APIs

Outcome:
Automated over 80% of ticket triaging. Average response time reduced by 46% and SLA compliance improved by 28%.